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Returns policy

Returns

At Re-Caffeinated we want you to be delighted with your purchase. Therefore if you change your mind, you can return the purchased goods unused, to us within 30 days of receipt. Please Contact Us prior to returning any items.

Goods must be returned within a further 7 days of your contact informing us of the intent to return.

Damaged items

If the goods are delivered damaged please inform us within 24 hours and we will arrange collection. We might ask you to provide photo / video evidence of the damage in order to pursue a carriage claim.

Once received, damaged or not of satisfactory quality goods will be refunded in full, including delivery charges.

Unwanted items

If you are returning the goods due to a change of circumstances or due to ordering the wrong item, then you will be responsible for paying for your own shipping costs for returning your item(s) and should take extra care to carefully package and insure the items, as damage or loss will be charged at the cost incurred to us.

The original shipping costs are non-refundable unless returning a faulty or damaged item.

Goods returned must be “unused”, complete and in their original packing. i.e. returned "as new”. Any auxiliary items within the packaging must also be returned unused "as new”.

Additionally, any free, discounted or promotional gifts issued with an order must also be returned if you are returning those goods.

We strongly recommend that you choose an appropriate carriage option, providing suitable insurance for loss or damage to the item(s) and retain your receipt from your chosen carrier until you have received a refund. We regret that we cannot be responsible for damage in transit or loss of returned goods.

Because we provide precision-engineered espresso and coffee systems, any machine that has been used (water or beans passed through the system) cannot be resold as new. To maintain our high standards, returned used items are subject to a 15% restocking fee to cover the deep-cleaning, technical inspection, and depreciation of the unit.

We can also arrange a return of unwanted items from UK mainland addresses at a cost of :

  • £10 - for items valued up to £100
  • £25 - for items valued between £100 and £500
  • £35 - for bulky items such as coffee machines valued over £500.

Let us know and if you would like to take advantage of either of these options. Please bear in mind - the respective costs will be deducted from your refund.

 

Refunds

Once your return has been received, we’ll assess the goods and issue you a refund within 3 working days. Refunds will be issued to the original method of payment and you’ll be notified by email. Please allow up to 10 working days for your payment provider to process, and the refund to appear in your bank account.

If you are returning products purchased via PayPal, the original amount will be processed into your PayPal account.

A full refund is entirely dependent on our assessment of the goods being returned in a re-sellable condition:

  • If the goods were reported faulty on arrival but upon return are found to have no defects, the cost of returning the item(s) will be deducted from your refund. (Please refer to the charges above)
  • We reserve the right to charge a 20% restocking fee outside of the 30-day initial return period or if the item has been used and no manufacturing defects or manufacturing faults are present.
  • If goods are returned in an unsatisfactory condition, we will either return the goods and charge you the carriage or invoice you to return the goods to a re-sellable condition. If the goods are returned without any of the auxiliary items, these will be charged at the full listed price on our website at the time of purchase.

Cancellations

You may cancel your order up until the point when the order has been dispatched. If you wish to cancel your order, please Contact Us as soon as possible quoting your order number.

If an order is cancelled before dispatch any payments made by the customer will be refunded in full. Please allow up to 10 working days for the refund to appear in your bank account.

If an order is cancelled after the goods have already been dispatched it will be dealt with as a 'return'. (see returns)